Technical Support Engineer 2 – Manufacturing Information Systems

Job not on LinkedIn

🔥 12 hours ago

🇲🇽 Mexico – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Vista

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1995

📣 Marketing

🛍️ eCommerce

💰 $40M Venture Round on 2003-07

Marketing • eCommerce • Design/UX

Vista is a remote-first company dedicated to empowering small businesses by providing exceptional services in technology, design, marketing, and customer care. With a global workforce of over 6,500 team members across 17 countries, Vista emphasizes collaboration, inclusivity, and sustainability. Their commitment to innovation enables small businesses to thrive, while the company's culture fosters personal and professional growth for its employees.

📋 Description

• Provide Level 2 technical support by responding to and resolving escalated issues from Customer or Tier 1 Support • Assist the Incident Management team in diagnosing and resolving high-priority production incidents within defined SLAs • Investigate application, configuration and integration issues to determine root cause and recommend resolutions • Troubleshoot application behavior by analyzing logs, stack traces, API responses and system metrics • Support customer requests and resolve functional or technical configuration issues • Escalate product defects to Engineering with detailed technical analysis and supporting evidence • Monitor production systems using observability and monitoring tools to proactively identify potential issues • Respond to alerts, investigate anomalies and coordinate issue resolution with cross-functional teams • Perform health checks and validate application stability following deployments or incident recovery • Work closely with Engineering, Product and DevOps teams to resolve complex technical challenges • Develop and maintain troubleshooting guides, runbooks, SOPs and knowledge base documentation • Identify recurring issues and recommend automation or process improvements • Contribute to automation initiatives that improve support efficiency and operational excellence • Contribute to post-incident reviews and continuous improvement initiatives that enhance platform reliability and customer satisfaction

🎯 Requirements

• 5+ years of experience in Application Support, Production Support or Technical Support • Experience supporting enterprise or SaaS applications in production environments • Strong analytical and problem-solving skills • Ability to prioritize multiple issues in a fast-paced, customer-focused environment • Strong understanding of application support methodologies and incident management • Experience troubleshooting production applications and distributed systems • Ability to analyze application logs, error messages and stack traces to identify root causes • Experience working with REST APIs, including querying, testing and troubleshooting API endpoints • Strong understanding of JSON request and response payloads • Knowledge of SQL for querying databases and troubleshooting data-related issues • Experience using monitoring and observability platforms and tools such as New Relic, Sumo Logic, Jira or Zendesk, GitLab, Postman, and Visual Studio Code • Nice to have: Working knowledge of AWS cloud services and cloud-native applications • Nice to have: Experience supporting RESTful JSON-based web services • Nice to have: Familiarity with Zendesk for ticket management • Nice to have: Experience using Confluence for technical documentation • Nice to have: Experience with Slack or similar collaboration platforms • Nice to have: Basic scripting experience using PowerShell, Python or similar automation tools

🏖️ Benefits

• Remote-First operating model and culture • Autonomy and flexibility to work from home • Collaboration spaces for team members to work physically together